Research finds that poor communication and digital-first systems leave clients struggling for support
Lawyers have been warned not to overlook the need for human support as legal services continue to shift towards digital delivery. New research commissioned by the Legal Services Consumer Panel (LSCP) found that the structure and delivery of many legal services, both online and offline, created avoidable difficulties for consumers navigating family, probate and conveyancing matters.
The research, conducted by MEL Research, gathered insight from an online community of 30 service users, supplemented by 15 in-depth interviews and discussions with three legal professionals. Participants called for clearer communication, timely responses, consistent points of contact and a more emotionally sensitive approach when dealing with stressful or complex issues.
Respondents said they expected legal professionals to explain processes in plain language, avoid jargon, provide regular updates and offer reassurance at key moments. Many compared their experiences unfavourably with sectors such as retail and banking, where real-time updates, accessible help channels and transparent processes have become standard.
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The report found widespread structural issues. Many users said legal services often lacked clear entry points or step-by-step guidance, leaving them uncertain about what would happen next. Communication was frequently reactive, with clients reporting that they had to chase information and felt poorly informed throughout their case. A lack of continuity, particularly when cases were handled by multiple staff members, added to frustration, with some clients having to repeat their circumstances several times.
Accessibility also remained a concern, especially for those in rural areas with limited transport links or reduced in-person options. Several participants described interactions with legal professionals as rushed or impersonal, reinforcing the need for more consistent support across service types and delivery models.
Digital engagement varied significantly. Over 9 out of 10 participants communicated with their provider by email, compared with 40% using online portals, 30% using video conferencing and 27% using live chat. However, 43% said they were not given a choice about using digital tools, indicating that many firms are adopting digital processes without offering meaningful alternatives.
Following the research, the LSCP convened a workshop involving regulators and representative bodies to consider what good digital-era service delivery should involve. A separate report identified five key features: a consumer-centric approach; a full understanding of each client’s context and needs; clarity and transparency from the outset; personalised choice of communication methods; and human support readily available at all stages.
Researchers emphasised that technology should support, not replace, professional judgement. They noted that in digital and hybrid systems, clarity is critical because users have fewer opportunities to ask questions directly. Processes and responsibilities should therefore be explained in consistently plain language.
LSCP chair Tom Hayhoe said legal services must balance innovation with empathy. “Families and individuals facing legal challenges want more than transactions – they want to feel seen, supported, and understood,” he said. He added that successful service delivery “must always put people first”.